Elevating the Customer Experience: A podcast from Nuance

Nuance
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Elevating the Customer Experience: A podcast from Nuance

Nuance is dedicated to offering actionable resources and support to help your organization adapt and thrive amid disruption—and beyond. From mobilizing work-from-home teams in record speed and leveraging AI technology, to scaling and pivoting services, this crisis has reshaped our understanding of what is possible. In this exclusive series, we explore how to meet today’s urgent CX challenges—while developing new mindsets, processes, and capabilities that will prove invaluable in the post-COVID-19 era.

Episodes

  1. 05/20/2020

    The Intraday Firefight: Working From Home + What’s Next

    Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how organizations should guide their workforce remotely while preserving security and measures of productivity, and what the future of the contact center looks like beyond COVID-19.

    28 min

  2. 05/20/2020

    Best Practices for Leveraging Your Remote Agent Workforce

    Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how to support your agent workforce during the work from home period caused by COVID-19. Sharing clear, straightforward tips, he walks through how to balance remote-working needs with efficiency, use automation and AI to streamline workflow areas, and provide flexible communication options from both an employee and customer standpoint.

    23 min

  3. 05/20/2020

    Storming, Norming, and Performing: Attributes of Success

    Art Schoeller, Vice President and Principal Analyst for Forrester, shares his expert insights on how COVID-19 is shaping the customer experience and how to strategically respond and adapt with innovative technology and authentic communication. He highlights actionable ways to support your agents so that they can serve customers and provide an exceptional experience, ask your customers how you can truly help, and understand what anticipating and meeting needs looks like during a crisis.

    21 min
  • 3 Episodes

About

Nuance is dedicated to offering actionable resources and support to help your organization adapt and thrive amid disruption—and beyond. From mobilizing work-from-home teams in record speed and leveraging AI technology, to scaling and pivoting services, this crisis has reshaped our understanding of what is possible. In this exclusive series, we explore how to meet today’s urgent CX challenges—while developing new mindsets, processes, and capabilities that will prove invaluable in the post-COVID-19 era.

Information

  • Creator
    Nuance
  • Episodes
    3
  • Rating
    Clean
  • Copyright
    © 2020

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